IT Support Specialist (51133)

Essential Duties and Responsibilities

• Answers calls or tickets to support end users with applications, hardware, software, and networking.
• Troubleshoots hardware and software problems in person and remotely, resolving and documenting solutions.
• Collaborates with Network Engineers, System Engineers, and Enterprise Security on a regular basis.
• Reads technical manuals, consults with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Installs, configures, and troubleshoots computers, as well as all other applications and printers, to maintain optimal performance.
• Builds, maintains, and deploys PC images using appropriate tools.
• Builds, maintains, and deploys scripts and packages for PC systems using appropriate tools and procedures.
• Creates end user documentation and knowledge base articles, or trains users in the proper use of hardware or software.
• Accurately estimates workload and delivers high-quality work product within organizational timeframes.
• Communicates effectively both horizontally with peers and customers, and vertically with management.
• Coordinates onboarding and offboarding of IT assets and user accounts.
• Suggests ways to automate routine functions, improve efficiencies, and/or cost savings.

Qualifications

• Strong verbal and written communication skills including public speaking skills.
• Strong problem-solving skills.
• Strong decision-making skills.
• Customer-service oriented.
• Excellent organizational and time-management abilities.
• Working knowledge in MS Office, any desktop communications software, Adobe products, Operating System software and web browsers.
• High sense of teamwork.